Customer Service

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Everything you need to know before and after placing an order.

Orders & Delivery

After placing your order, you’ll receive a confirmation email.

Production time is typically 2–8 business days, as each item is made to order in our own factory in Finland.

Shipping time depends on the destination country and selected delivery method.

Most of our products are made to order, which helps us avoid overproduction and supports more mindful consumption.

Shipping

We ship internationally using reliable delivery partners.

Shipping costs and available delivery methods are shown at checkout based on your location.

Shipping costs are listed below by delivery method and destination.

UPS – Standard (5–10 business days)

- Zone 1: Netherlands, Belgium, Latvia, Lithuania, Luxembourg, Poland, Sweden, Germany, Finland, Denmark, Estonia
from 15.90 €

- Zone 2: Bulgaria, Spain, Ireland, Italy, Austria, Greece, Croatia, Portugal, France, Romania, Slovakia, Slovenia, Czech Republic, Hungary
from 19.90 €

- Zone 3: United Kingdom
from 23.90 €

- Zone 4: Norway
34.90 €

- Zone 5: Switzerland
49.90 €

UPS – Expedited (5–10 business days)

- Zone 1: Canada
31.90 €

- Zone 2: Australia, Japan, USA
45.00 €

DHL

- Parcel Connect / DHL Economy - Zone 1: Netherlands
from 17.90 €

- Parcel Connect / DHL Economy - Zone 2: Germany
from 13.90 €

- Parcel Connect / DHL Economy - Zone 3: Belgium, Austria, Poland
19,90 €

PostNord (1–2 business days)

- Sweden, Denmark, Finland
9.90 €

DPD (3–4 business days)

- Latvia, Lithuania, Estonia
9.90 €

Posti (Finland)

- Small parcel to door (1–5 business days) – 7.90 €
- Parcel (1–2 business days) – 9.90 €

GLS

Coming soon

Payment

We offer secure payment methods through trusted payment providers.

Available payment methods include:

Paytrail (online banking, card payments, mobile payments)
Klarna (Pay later / instalments, depending on country)
PayPal
Advance invoice (bank transfer before production)

All payments are processed securely.

For advance invoice orders, production begins once the payment has been received.

Returns & Exchanges

If your order isn’t quite what you expected, you can return it within 30 days of delivery.

Before returning any items, please contact us at contact@finnishfeltfactory.com. We will provide return instructions.

Returned products must be unused, in their original condition, and with all tags attached.
Certain items (such as customised products or hygiene products if opened) may not be eligible for return.
If the product is not in its original condition, we reserve the right to reduce the refund or refuse the return.

Exchanges

If you wish to exchange an item, please return the original product and place a new order.

Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method.
We are not responsible for items lost during return shipping.

For orders within Finland, please refer to our Finnish delivery terms for more detailed information.

Customer Service

If you have any questions, feel free to contact us.

contact@finnishfeltfactory.com
We usually reply within 1–2 business days.